Kathy Sisk Enterprises Inc.
Call Center Setup Outline

PHASE 1:  PLANNING AND DEVELOPMENT STAGE 

Assessment and Project Development 

• On-Site Conferences With Assigned Project Managers

• Research and fact-finding mission.

• Interview and assess those who are assigned to the project to determine; knowledge, awareness, objectives and expectations.

• Draft a plan.

 

• Identification of Pilot Project Targeted Products and Services

• Determine the projects to identify and prioritize them.

• Select and discuss the projects to conduct the first stages of Inbound and Outbound call handling procedures.

• Agent and Center Supervisor Job Descriptions

• Meet with Human Resource to discuss and evaluate specific job descriptions.

• Draft specific descriptions (off site).

• Meet with Human Resource and other related departments to discuss salary and incentives and departmental budgets.

• Draft 2-3 options for consideration (off site).

• What is the project?

• Who is on the project?

• How many hours conducted on the project (precise time lines)?

• List determination (outbound and direct mail campaigns. 

Preliminary Set-Up 

• Pre-Screening (by phone) of Job Candidates (off site)

• Provide the source of possible candidates.

• Pre-screen and promote the company.

• Reference checking and profile and skills ability testing

 

• Project Script Development (off site)

• Review projects.

• Customize draft scripts.

• Client review and pre-approval and recommendations.

• Final customization including rebuttals.

• Client final approval.

 

• Interview and Hire Experienced Agents and or Management, On-Site Interviews and Hiring

• Department tour.

• Sell the company and compensation plan.

• Second party interview.

• Letter of hire and orientation packets sent. (off site)

 

• Introductory Implementation, Staff Training, Role Playing

• Overview of manuals, assignments and expectations.

• 12 Step training workshops.

•  Individual and group role plays and evaluations.

 

• Coaching, Status and Performance Evaluations, Finalize Delivery

• Live prospecting and or call handling begins.

• Individual coaching and evaluations.

• Group instruction and interaction.

• Individual performance reviews.

 

• Supervisor Training, Train the Trainer, Procedural Review

• Train the Trainer workshop.

• Role plays and scripting reinforcement.

• Coaching and monitoring instructions.

 

• Project Activity Coaching and "Hands-on" Reinforcement

• Individual monitoring and evaluations--on track performance.

• Evaluate supervisor's coaching and evaluation procedures.

• Supervisor or Manager Teleconferences - (off site)

• Training, coaching and on-line monitoring.

PHASE 2:  LIVE TESTING STAGE 

Project Acceleration